Head of Customer Success

2 days ago

Melbourne, Victoria, Australia FrankieOne Full time $120,000 - $180,000 per year
The role

You are an experienced customer success leader that ensures our clients receive the very best experience on every level, both for your own customers and your team. You will drive and run Customer Success for our strategic account portfolio as a player/coach, leading by example, and driving your own opportunities while coaching others on theirs. You will oversee finding value on strategic accounts to grow value and revenue in these accounts, including ownership of specific accounts yourself. You will evolve our Customer Success methodology and processes in the context of a lean, fast-growing technology startup. As a lead you bring your experience and expertise to fore, driving improvement in how we work and how we deliver products to our clients to ensure our customers receive the very best experience on every level.

Reporting to the COO, you help define, refine and deliver the onboarding process from pre-sales through to implementation and customer success. Your impact on the team's success is immense.

Your ticket to success:

Be an advocate. For Frankie, for the product, for our people and for our values.

Energy. You enjoy a high-energy, high-velocity environment. You enjoy a challenge and relish the opportunity to create something that you can be proud of.

Customer Centricity. Your focus is the customer, both bringing new ideas as well as supporting through challenges. You work with clients on a daily basis to help deliver a seamless onboarding experience to FrankieOne's platform. You conduct workshops, product demos, configuration calls, training, business reviews, and overall implementation design, identifying areas of opportunity that will enhance the customer user experience.

Collaboration. Work closely with the FrankieOne technical support team to ensure an accurate configuration and implementation of the solution as scoped with the client and provide feedback to the development team to ensure products are developed with them in mind and are fit for purpose.

Lead. You coach and mentor members of the team, peer-reviewing their work and supporting their development by sharing your knowledge and experience.

Transform. Change takes time, curiosity, and execution. You will ideate, develop and lead the execution of transformative practices that will create a step-change in customer happiness and operational efficiency.

In a previous life you have:
  • 7+ years of experience in a related field.
  • Experience leading high performing customer success teams.
  • Experience in high intensity environments ideally in a high growth SaaS fintech, identity or fraud environment.
  • Knowledge of the KYC, AML and fraud space is favourable.
  • A customer-centric mindset
  • Working knowledge of data analytics and performance/operation metrics (KPIs, OKRs)
  • Excellent communication and interpersonal skills
  • A strong analytical mindset and the ability to plan in detail
  • Excellent written skills

More about you

You are a structured leader who thrives on creating environments that foster excellence and drive success. You are passionate about building and leading high-performing happy teams who share your vision and drive. You are creative in your approach to solving problems and you love working in a fast-paced, ever changing environment. You work best with like-minded people who are focused on achieving outcomes that make sense.

You are proud of your track record building teams who think for themselves and deliver on their promises. You know how to foster a collaborative team ethos and people enjoy working on your team. You thrive in an environment where you can make an impact.

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